Unattended remote support with HelpWire

HelpWire allows you to provide unattended remote support and maintain your clients’ workstations whenever required, even when the clients are not present at their workstations. 

The unattended access functionality makes it possible for you and your team to securely connect to a remote workstation without your client having to be at their computer (your client will need to grant the unattended remote access permission to you and the workstation will need to be turned on). 

You can also rely on HelpWire to remotely access and maintain your personal or corporate computers without anyone being present at the other end.

To initiate an unattended remote support session, take the following steps:

Request unattended remote access

Send request from your HelpWire web account

1. Before you can request unattended access to your client’s workstation, log in to your HelpWire account, aka HelpWire Web Portal, and add a new client to provide assistance to.

Unattended access guide: adding a new client to the client list

2. Copy the Client App Link and send it to the client via any preferred messaging app or email. Wait for the client to download and start the HelpWire Client app.

Unattended access guide: copying the Client App Link

3. Once the HelpWire Сlient app is started on the remote client’s workstation, a tab with the workstation’s name and the remote screen icon will be displayed in your web account.

Unattended access guide: opening the tab with the required client’s workstation

4. Request unattended remote access to the client’s workstation by clicking the respective button in the workstation tab.

Unattended access guide: requesting unattended access from your HelpWire web account
Unattended access guide: waiting for the client to grant unattended access

5. Once the client grants remote access, you and your teammates will be able to connect to the client’s workstation whenever needed without requiring additional permissions.

Unattended access guide: connecting to the client’s workstation

Send request from the HelpWire Operator app

You can also request unattended access to the client’s workstation from the HelpWire Operator app. To do this, you need to have an active connection with the client’s workstation.   

Find out how to request remote access and establish a connection to the client’s workstation here.

When connected with the client, click the Request unattended access button on the toolbar of your HelpWire Operator app.

Unattended access guide: requesting access from the HelpWire Operator app

Wait for the client to approve unattended access to their workstation.

Unattended access guide: waiting for unattended access approval

To grant permission, the client should click the Grant unattended access button in the access request window that will appear on their side.

Unattended access guide: granting unattended access on the client’s side

Once granted, the client is asked to confirm whether they want to allow the app to make changes to their device.

To confirm, the client should click Yes.

Unattended access guide: confirming the granting of unattended access rights on the client’s side

Upon the client’s approval, the respective status will be displayed at the top of their HelpWire chat window.

Status in the HelpWire Client app once unattended access is granted

The status “Unattended access granted” will also appear on the toolbar in the HelpWire Operator app.

Status in the HelpWire Operator app once unattended access is granted by the client

Establish unattended support sessions

From the moment your client grants unattended access to their workstation until access permission is revoked by the client or withdrawn by you or your teammate, you and any Operator from your HelpWire team can establish remote connections to the client’s workstation without requiring additional permissions from the client.

To establish an unattended connection, do as follows:

  1. Select the client’s profile in your HelpWire web account and open the tab with the required client’s workstation.

    Unattended access guide: establishing unattended support sessions

  2. Click the Connect button on the client’s remote screen icon. The connection will be established via the HelpWire Operator app which will start automatically.

    Unattended access guide: connecting to the client’s workstation from your HelpWire web account

Withdraw unattended access rights to the client workstation from your web account

You can withdraw unattended access rights to the client’s workstation at any time. To do this, open the client’s profile > select the required workstation tab > and click the Withdraw Access button at the top right of the tab.

Unattended access guide: withdrawing unattended access rights

Revoke unattended access on the client side

Unattended access can also be revoked by the client. To do this, the client should start the HelpWire Client app and click the Revoke Access button at the top right of the HelpWire chat window.

Unattended access guide: revoking unattended access on the client’s side

Once the unattended access permission is revoked, all Operators will be disconnected from the client’s workstation.

Alternatively, the client can right-click the HelpWire icon in their system tray and select Revoke access from the context menu.

Revoking unattended access from the context menu in the system tray
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